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WITH a New Year comes a new start and Jaguar Bahrain is promising to provide ‘the best service possible’ to its customers at its recently reorganised centre, writes May Al Mousawi.
Starting just three months ago, the luxury car manufacturer in Sitra rearranged its service division and trained its staff to set the same standard of service that can be found in the UK.
Jaguar Bahrain have now made it possible for customers to experience a regimented, structured and consistent service with same-day servicing, collection and delivery as well as service while-you-wait.
Service manager Lawrence Runham said: “We are trying
to bring the service level from the UK here to Bahrain and it will be an ongoing process from now on. What we offer are standard in the UK but may not have always been common practice in the Middle East.
“We currently have 12 technicians who went through a fve week in-house training. We are setting basic key performance indicators and targets for completion times. The standard for completing work on a car in the Gulf is two to three days so we’re offering a much faster service than this.
“The technicians have great knowledge and an enormous amount of expertise. At Jaguar our main focus is on customer service.”
The service centre holds a large stock of genuine parts and Mr Runham explained that with the numerous Jaguar models that can date as old as 40 years old, the broad and deep stock is very important to satisfy the customers needs.
He said: “Some parts need to be brought in from the UK but we provide a massive range of stock for our customers. We want to offer the same service to everybody, everyday. There is no reason why the service in Bahrain should be any different to that in the UK. Our new service re-organisation will offer exactly this.
“We also do collection and delivery anywhere in Bahrain. We have a massive upward trending with customers from neighbouring countries such as Saudi Arabia and Kuwait who are here for the weekend, so we make sure we can pick up their cars from their hotels.”
Mr Runham recently moved to Bahrain from London, where he worked for the Ford Motor Company for 10 years, and explained that customers in the UK expected their cars back the same day and 50 per cent of them preferred to wait until the service was complete.
The same strict regimen is now offered in Bahrain.
“We are trying to bring structure and consistency to the service centre,” he said. “It’s a win-win situation. It is the best thing for the customer as well as Jaguar.”
Questionnaires are handed out at the end of the service where the staff will take on board where improvements should be made. Cars can be dropped off between 7.30am and 4pm.
For more information, call 17707070.
